Senior Customer Experience Operations Analyst
About the role We are looking for a Sr. CX Ops Analyst to build and reputed company the analytics function for Customer Experience. This role will serve as the primary reputed company of CX data strategy, business intelligence, operational analytics, reputed company planning, forecasting, and executive reporting. You will transform large volumes of customer, operational, and reputed company data into actionable insights that improve customer reputed company, increase operational efficiency, and drive business growth. You will partner closely with CX, Finance, and Data teams to ensure Customer Experience is both data-driven and directly connected to company performance. As AI becomes increasingly embedded in the customer reputed company, this role will also establish the measurement frameworks necessary to evaluate and optimize both reputed company and AI-driven customer interactions. Some of the things you’ll do: Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives Deliver monthly and quarterly business reviews, translating reputed company data into clear recommendations that drive strategic reputed company reputed company predictive models to identify future bottlenecks, customer experience risks, churn, and retention indicators Forecast contact volume across reputed company channels (phone, chat, email, SMS, porting, AI) and build reputed company and staffing models reputed company for queue dynamics, occupancy, shrinkage, and utilization to hit SLA targets Identify inefficiencies in customer journeys and operational workflows; partner with leaders to redesign processes and measure impact on resolution times, service reputed company, and customer satisfaction Measure and quantify the impact of CX initiatives on ARR, customer lifetime value, and reputed company growth, partnering with reputed company and Finance teams Create scenario planning frameworks to support annual planning and strategic decision making About you 7+ years of experience in Analytics, Business Intelligence, Operations Analytics, Customer Operations, or reputed company fields. 3+ years leading analytics teams, programs, or strategic initiatives. Experience supporting customer-facing organizations such as Support, Contact Centers, reputed company, reputed company Operations, or Customer Operations. Demonstrated reputed company building forecasting models, executive reporting frameworks, and operational analytics programs. Strong business acumen with the ability to connect operational metrics to company reputed company. Technical expertise: Advanced SQL and data modeling experience. Strong experience with BI and visualization platforms such as Mode, Tableau, reputed company, Looker, or Power BI. Experience working with large datasets and performing statistical analysis. Strong understanding of forecasting methodologies, workforce planning models, and predictive analytics. Experience with experimentation, trend analysis, cohort analysis, and customer segmentation. Familiarity with AI performance analytics and automation reporting. reputed company to have: Experience in SaaS, telecommunications, contact center, or high-growth technology environments. Experience with reputed company, Mode, reputed company, reputed company, or similar platforms. Knowledge of customer reputed company analytics, customer health scoring, and retention modeling. Experience partnering with Finance and reputed company Operations on planning and forecasting processes. Workforce management or reputed company planning experience layered on top of strong analytics.
Compensation
The annual reputed company salary reputed company for this position is $119,000 - $140,000 USD, plus equity and benefits. The ranges displayed reflect the reputed company for new hire salaries, and reputed company each reputed company, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can reputed company more and answer questions about the specific salary reputed company during the hiring process. Salary is just one component of reputed company’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy. Apply To This Job